Support

Our Support Plans offer efficient and reliable customer support for Microsoft Dynamics so you can focus on growing your business and leave the rest to us. You can choose from 3 available options, find the one that best fits your budget and needs.

Support Plans Overview

Complimentary annual "application reviews" aimed at making sure you're employing all of the capabilities available to you.

Automated Help Desk support ticketing system (This email address is being protected from spambots. You need JavaScript enabled to view it.)

*The Essential and Choice plans can be upgraded to the "Premium" SLA (4 hour response time) for an additional 10% fee. All other terms and conditions of the purchased plan apply. Please inquire with your account manager.

*The Essential and Choice plans can be upgraded to the "Premium" SLA (4 hour response time) for an additional 10% fee. All other terms and conditions of the purchased plan apply. Please inquire with your account manager.

Support Plan FAQ

Can I purchase a support plan any time during the year?

Yes, a support plan can be purchased throughout the year at any time and does not have to be synchronized with your Microsoft Dynamics maintenance plan renewal date (for on-premise Clients).

What are the payment terms for support plans?

Payment terms for support invoices are Due Upon Receipt. If payment is not received within 10 days, the support plan is deemed void and any support incurred will be invoiced at $185/hour.

When I purchase a support plan, when does it expire and do unused benefits roll over after expiration?

All support plans are valid for 12 calendar months, except the Premium plan. Once your support plan expires, all benefits and unused support hours expire as well.

How do I place support tickets with the help desk?

You have a few options:

Email This email address is being protected from spambots. You need JavaScript enabled to view it.

Call our support helpdesk 1-866-493-2726

Who is authorized from my company to place support tickets against our support plan?

Clients provide at least one (1) individual who is authorized to place support tickets with WebSan on behalf of the Client and approve all hours charged against this support agreement.

How do I know how many hours I'm authorizing when I enter a ticket?

WebSan will provide a quote in advance on any ticket that is entered to our support queue that is expected to exceed 4 hours of effort. Not all tickets can be estimated in advance and we will do our best to keep the hours to our estimates, however some issues become more complex as we delve into them.

How can I keep track of the hours left in my support plan?

WebSan will report monthly on the usage of support hours, or more frequently if there is a risk of the charged hours exceeding the purchased amount. WebSan will continue to provide support in the case of an overrun of hours. Any used hours (up to 20% of the plan’s purchased rate) will be applied against the next support agreement purchased.

If the Client does not purchase any additional support contract, or if overrun hours exceed 20%, then any additional hours will be charged at a rate of $185/hour. WebSan will notify the Client within a maximum of 30 days of an overrun.

What types of support services are included in the support plan?

Support plans can be used for the following types of support calls:

Training

New Reports or Queries

Troubleshooting and correcting issues within Microsoft Dynamics arising from the Client’s use within the software’s intended functionality

Corrections to reports, screens, inquiries, configurations or other deliverables provided by WebSan during the software implementation